Customer Support Specialist I -30-35hrs
Eastern Bank · Brockton, MA · 1 mo ago
$21/hrInternship
We need to output HTML fragment with sections only if real content. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
From posting:
- Hybrid out of Wakefield, MA office. Part-time hours 30-35 per week. Starting Rate: $21.00 Actual pay may vary... Eastern offers a robust benefits and retirement package. Please see description of benefits included... So we have Pay (starting rate) and Benefits (robust benefits and retirement package). Also schedule: part-time hours 30-35 per week (maybe schedule). Also location/hybrid could be in About the role.
- Role description: first line response for basic incoming calls etc. That's about the role.
Responsibilities: listed under "Responsibilities:" with bullet points for each level.
Requirements: listed under "Requirements:" with bullet points.
Qualifications: maybe Education and Experience? Could be considered Qualifications. The posting has "Education and Experience:" and "Skills/Knowledge:" sections. We can map Education and Experience to Qualifications, Skills/Knowledge to Skills.
We also have Working Conditions but not requested heading; we could maybe include under About the role or maybe not needed. The instruction: include a section ONLY when posting has real, specific content for it. We have content for About the role, Responsibilities, Requirements, Qualifications (Education and Experience), Skills (Skills/Knowledge), Benefits, Pay, Schedule. So we can output all eight sections.
We must not repeat job title as heading. No Job ID etc.
We must use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
From posting:
- Hybrid out of Wakefield, MA office. Part-time hours 30-35 per week. Starting Rate: $21.00 Actual pay may vary... Eastern offers a robust benefits and retirement package. Please see description of benefits included... So we have Pay (starting rate) and Benefits (robust benefits and retirement package). Also schedule: part-time hours 30-35 per week (maybe schedule). Also location/hybrid could be in About the role.
- Role description: first line response for basic incoming calls etc. That's about the role.
Responsibilities: listed under "Responsibilities:" with bullet points for each level.
Requirements: listed under "Requirements:" with bullet points.
Qualifications: maybe Education and Experience? Could be considered Qualifications. The posting has "Education and Experience:" and "Skills/Knowledge:" sections. We can map Education and Experience to Qualifications, Skills/Knowledge to Skills.
We also have Working Conditions but not requested heading; we could maybe include under About the role or maybe not needed. The instruction: include a section ONLY when posting has real, specific content for it. We have content for About the role, Responsibilities, Requirements, Qualifications (Education and Experience), Skills (Skills/Knowledge), Benefits, Pay, Schedule. So we can output all eight sections.
We must not repeat job title as heading. No Job ID etc.
We must use - for any list of duties/requirements/benefits. For benefits we have just a sentence: "Eastern offers a robust benefits and retirement package." Could be a
. Not a list.
Pay: Starting Rate: $21.00 Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Could be a
.
Schedule: Part-time hours 30-35 hours per week. Could be a
.
About the role: includes hybrid location, part-time, description of role. Could be a
maybe multiple paragraphs.
Responsibilities: we have bullet points under each level. We'll need to create a
with - items. The responsibilities text includes some repeated sentences; we need to preserve all substantive information, not invent or summarize away detail. We should include the bullet points as given, maybe combine duplicates? But we must not invent or summarize away detail; we can keep them as is, but we need to avoid duplication? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Duplicated lines: we should remove duplicated lines. There are duplicated sentences: "This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services." appears twice. Also later "Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment." appears twice. We should remove duplicated lines. So we need to deduplicate.
We need to parse responsibilities section:
Original responsibilities block:
"Responsibilities: Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone. This role also includes the following: Customer Support Specialist I: - Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer. - Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome. - Ensures effective customer communication by utilizing superior verbal and written skills. - Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Responsible for achieving entry level sales and service standards as set forth by senior management. Customer Support Specialist II & III: - Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer. - Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. - Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness. - Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Must maintain service, quality and sales standards as set forth by senior management. - Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement."
We need to remove duplicated lines. There's duplication of some bullet points? Not obvious. The earlier generic sentences before bullet list may be duplicated? The first two sentences: "Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone." Those are not duplicated elsewhere. The later bullet list includes some similar content but not exact duplicates. The earlier generic sentences about "This role serves as first line response for the basic incoming customer calls..." appear in the earlier description (not responsibilities). Those are duplicated lines we should remove from the description but they are not in responsibilities section. We'll need to ensure we don't include duplicated lines in About the role.
Let's extract About the role content: The posting starts: "****This role is hybrid out of our Wakefield, MA office. **** Part-time hours 30-35 hours per week Starting Rate: $21.00 Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information. This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Customer Support Specialist I & II: This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. Must develop the necessary skills to work independently in a remote or onsite environment. Customer Support Specialist III: This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries will have a varying degree of complexity. The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge of bank products, services, policies, and procedures. responsible for achieving departmental service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment. Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment."
We need to remove duplicated lines: The sentence "This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services." appears multiple times. We should keep only one instance. Also "Must be able to work independently in a remote and on-site environment." appears multiple times. Also "Service standards and sales goals as set forth by senior management." appears multiple times.
We need to preserve all substantive information but remove duplicated lines. So we need to craft an About the role paragraph that includes unique info: hybrid Wakefield MA office, part-time 30-35 hrs/week, starting rate $21.00 (but pay will be separate section), benefits robust, role description: first line response for basic incoming customer calls, answer inquiries accurately/expeditiously on all types of new/existing products/services, maintain thorough knowledge base of bank/call center products, services, policies, procedures, achieve entry level departmental service standards and sales goals as set by senior management, develop skills to work independently remote/onsite, for III: handle inquiries via multiple channels chat/email/telephone, varying complexity, maintain thorough knowledge of bank products, services, policies, procedures, achieve departmental service standards and sales goals, work independently remote/onsite.
We should avoid repeating same sentences.
Now Responsibilities: we need to produce a list. Let's extract unique bullet points.
From responsibilities:
- Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. (I & II)
- Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. (III)
- Must be able to service customers via multiple communication channels such as chat, email, and telephone. (III)
- Customer Support Specialist I:
- Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements.
- Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
- Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
- Ensures effective customer communication by utilizing superior verbal and written skills.
- Must be able to handle basic customer complaints and problems with minimal assistance.
- Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
- Responsible for achieving entry level sales and service standards as set forth by senior management.
- Customer Support Specialist II & III:
- Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer.
- Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior.
- Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness.
- Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
- Must maintain service, quality and sales standards as set forth by senior management.
- Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement.
We need to ensure no duplicated bullet points. Some bullet points appear similar across levels: e.g., "Must maintain a detailed knowledge base..." appears for I and II & III (similar but slightly different wording: I: "bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements." II & III: "bank products, services, policies, procedures, and regulatory/compliance requirement." They are not identical but similar; we should keep both as they are distinct (basic vs full). Also "Can recognize personal limitations..." appears for I and II & III (identical). That's duplicated; we should keep only one instance. Also "Is able to recognize personal limitations..." vs "Can recognize personal limitations..." maybe slightly different but essentially same. We'll deduplicate: keep one.
Also "Must maintain service, quality and sales standards as set forth by senior management." appears for II & III only; not duplicated.
"Responsible for achieving entry level sales and service standards as set forth by senior management." appears for I only.
"Must be able to handle basic customer complaints and
. Not a list. Pay: Starting Rate: $21.00 Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Could be a
. Schedule: Part-time hours 30-35 hours per week. Could be a
. About the role: includes hybrid location, part-time, description of role. Could be a
maybe multiple paragraphs. Responsibilities: we have bullet points under each level. We'll need to create a
- with
- items. The responsibilities text includes some repeated sentences; we need to preserve all substantive information, not invent or summarize away detail. We should include the bullet points as given, maybe combine duplicates? But we must not invent or summarize away detail; we can keep them as is, but we need to avoid duplication? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Duplicated lines: we should remove duplicated lines. There are duplicated sentences: "This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services." appears twice. Also later "Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment." appears twice. We should remove duplicated lines. So we need to deduplicate. We need to parse responsibilities section: Original responsibilities block: "Responsibilities: Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone. This role also includes the following: Customer Support Specialist I: - Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer. - Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome. - Ensures effective customer communication by utilizing superior verbal and written skills. - Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Responsible for achieving entry level sales and service standards as set forth by senior management. Customer Support Specialist II & III: - Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer. - Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. - Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness. - Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Must maintain service, quality and sales standards as set forth by senior management. - Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement." We need to remove duplicated lines. There's duplication of some bullet points? Not obvious. The earlier generic sentences before bullet list may be duplicated? The first two sentences: "Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone." Those are not duplicated elsewhere. The later bullet list includes some similar content but not exact duplicates. The earlier generic sentences about "This role serves as first line response for the basic incoming customer calls..." appear in the earlier description (not responsibilities). Those are duplicated lines we should remove from the description but they are not in responsibilities section. We'll need to ensure we don't include duplicated lines in About the role. Let's extract About the role content: The posting starts: "****This role is hybrid out of our Wakefield, MA office. **** Part-time hours 30-35 hours per week Starting Rate: $21.00 Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information. This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Customer Support Specialist I & II: This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. Must develop the necessary skills to work independently in a remote or onsite environment. Customer Support Specialist III: This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries will have a varying degree of complexity. The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge of bank products, services, policies, and procedures. responsible for achieving departmental service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment. Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment." We need to remove duplicated lines: The sentence "This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services." appears multiple times. We should keep only one instance. Also "Must be able to work independently in a remote and on-site environment." appears multiple times. Also "Service standards and sales goals as set forth by senior management." appears multiple times. We need to preserve all substantive information but remove duplicated lines. So we need to craft an About the role paragraph that includes unique info: hybrid Wakefield MA office, part-time 30-35 hrs/week, starting rate $21.00 (but pay will be separate section), benefits robust, role description: first line response for basic incoming customer calls, answer inquiries accurately/expeditiously on all types of new/existing products/services, maintain thorough knowledge base of bank/call center products, services, policies, procedures, achieve entry level departmental service standards and sales goals as set by senior management, develop skills to work independently remote/onsite, for III: handle inquiries via multiple channels chat/email/telephone, varying complexity, maintain thorough knowledge of bank products, services, policies, procedures, achieve departmental service standards and sales goals, work independently remote/onsite. We should avoid repeating same sentences. Now Responsibilities: we need to produce a list. Let's extract unique bullet points. From responsibilities: - Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. (I & II) - Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. (III) - Must be able to service customers via multiple communication channels such as chat, email, and telephone. (III) - Customer Support Specialist I: - Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. - Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer. - Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome. - Ensures effective customer communication by utilizing superior verbal and written skills. - Must be able to handle basic customer complaints and problems with minimal assistance. - Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Responsible for achieving entry level sales and service standards as set forth by senior management. - Customer Support Specialist II & III: - Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer. - Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. - Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness. - Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed. - Must maintain service, quality and sales standards as set forth by senior management. - Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement. We need to ensure no duplicated bullet points. Some bullet points appear similar across levels: e.g., "Must maintain a detailed knowledge base..." appears for I and II & III (similar but slightly different wording: I: "bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements." II & III: "bank products, services, policies, procedures, and regulatory/compliance requirement." They are not identical but similar; we should keep both as they are distinct (basic vs full). Also "Can recognize personal limitations..." appears for I and II & III (identical). That's duplicated; we should keep only one instance. Also "Is able to recognize personal limitations..." vs "Can recognize personal limitations..." maybe slightly different but essentially same. We'll deduplicate: keep one. Also "Must maintain service, quality and sales standards as set forth by senior management." appears for II & III only; not duplicated. "Responsible for achieving entry level sales and service standards as set forth by senior management." appears for I only. "Must be able to handle basic customer complaints and